Features
Virtual Observer's core feature set include all of the necessary components needed to help your call center reach your performance targets and turn your recorded calls into valuable assetsPlease browse the more detailed feature descriptions from the menu on the left.
The icons below represent the most important benefits gained from implementation of our features. You'll notice them across each specific page:
- Quality Monitoring Features
- Included: VO Live
- Included: Playback
- Included: Integrated Evaluation
- Included: Dashboard Analytics
- // Call Insight Speech Analytics
- // Agent Portal
- // Data Defender for PCI Compliance
- // Rules-Based Screen Capture
- // Auto-Archiving
- // CTI/SMDR Integration
- // Customer Surveys
- Customer Success Stories
- Professional Services
- Quality Monitoring Solutions By Industry
- Supported Phone Systems
- Call Recording Methods
"Our customer service skills have improved considerably and staff members are much happier in their jobs because everyone is accountable for excellent customer service. The Supervisors do a lot of coaching and process improvement with the staff now that they have such a great tool to use. The staff members really enjoy the feedback from the supervisors. One of our biggest customer service issues was that when a call was processed incorrectly we did not know where the point of failure occurred -- now when a call is processed incorrectly we can go back to the call and listen and see what happened. We can then update our database or make process improvements."
- Jane Adams
Sacred Heart Health Systems
Sacred Heart Health Systems
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